Helpdesk Analyst

TL;DR

Helpdesk Analyst (IT Support): Providing technical assistance and support to end-users by resolving issues related to computer systems, software, and hardware with an accent on ensuring high levels of customer satisfaction and promoting positive customer relationships. Focus on first-level IT support to staff members, including helping them learn new systems, resetting passwords, and addressing tier 1 help desk issues in a 24/7 hybrid position.

Location: Hybrid in Bogotá

Company

hirify.global is a market leader in online casino and sports betting, operating real-money gaming with brands like BetRivers.com and PlaySugarHouse.com.

What you will do

• Respond to end-user requests for technical assistance and provide timely and effective solutions via phone, email, or in-person.
• Diagnose and resolve technical hardware and software issues, including troubleshooting computer systems, networks, and peripheral devices.
• Log all support requests and incidents in the helpdesk ticketing system, ensuring accurate documentation and timely resolution.
• Install, configure, and maintain computer systems, software applications, and peripheral devices.
• Provide guidance and training to users on software applications, system functionalities, and best practices.
• Monitor and manage system performance, identifying and addressing potential issues proactively.

Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience preferred.
• Proven experience in Customer Service, Helpdesk Analyst or in a similar IT support role.
• Experience with O365 Applications and ITIL Framework and Practices.
• Proficiency in troubleshooting and resolving technical issues.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Very good mastery of English

Culture & Benefits

• Comprehensive compensation and work-life balance initiatives.
• Autonomy is embraced, with personal freedom and responsibility encouraged.
• Openness to new ideas and a people-oriented, supportive atmosphere.
• Opportunities for personal and professional growth.